Healthcare Virtual Assistant (Call Center)

About Our Client

Our client is a food allergy specialty practice with multiple clinic locations across California and New York, built around one core conviction: food allergies are treatable, not just manageable. Backed by published clinical outcome data and affiliations with leading children's hospitals, they combine clinical rigor with a warm, child-friendly patient experience designed to reduce anxiety for kids and families. For families who have often been told there is nothing to be done, they offer a pathway to food freedom, delivered by a team that treats patients like family.

About the Role

We're looking for a Healthcare Virtual Assistant (Call Center) to support the administrative side of a high-volume patient call center. You'll handle inbound call triage, new patient inquiries, scheduling and rescheduling requests, and ticket logging for clinical and administrative staff, improving call answer rates and keeping the patient experience smooth.

This is a purely administrative role with no clinical decision-making. You'll pre-screen and route, log and flag, schedule and follow up, while the in-house clinical and admin team handles everything that requires clinical judgment.

Responsibilities

• Answer and pre-screen inbound patient calls, triaging call intent and routing patients to the right team member or next step
• Handle new patient inquiries, ensuring every prospective patient receives a timely, warm, and accurate response
• Manage scheduling and rescheduling for existing patients across New York and Southern California clinic locations within AdvancedMD EMR
• Confirm appointments and follow up on open scheduling items to reduce no-shows and gaps
• Log and flag items as tickets for in-house staff, with the right information attached so they can act without needing more context
• Track open tickets and flag anything not picked up within the expected window
• Maintain accurate, organized patient records and handle all patient information in strict compliance with HIPAA

What We're Looking For

• Prior experience in a healthcare call center, medical virtual assistant, or medical administrative role
• Proficiency in AdvancedMD EMR (hard requirement, as this role is scoped to the New York and Southern California regions, which run on AdvancedMD)
• Strong understanding of HIPAA compliance and the ability to handle protected health information with full discretion
• Clear, professional, and empathetic spoken and written English, as this is a patient-facing role
• Organized and detail-oriented, able to manage a high volume of calls and open items without losing accuracy
• Comfortable working independently in a fully remote environment with minimal oversight

Nice to Have

• Experience in a specialty medical practice, pediatric clinic, or allergy and immunology setting
• Background supporting a multi-location healthcare practice
• Familiarity with medical scheduling workflows, referral coordination, or patient intake processes
• Experience maintaining strong answer and resolution rates with high call volumes

Work Schedule

100% remote setup so you can work wherever you're most productive. This position operates on a full-time basis, with dedicated hours to ensure alignment with the team and delivery of quality work. Availability during US business hours.

Compensation & Time Off

Compensation paid in USD. Paid bi-monthly on the 15th and 30th. Paid Time Off according to company policy. Holidays observed according to company guidelines.

Application Requirements

Please submit:

• An updated resume
• A 1–2 minute Loom video introducing yourself, describing your healthcare administrative or call center experience, and explaining how you've handled a high-volume patient communication environment while maintaining accuracy and a professional tone

Only candidates who submit a Loom video will be moved to the next step of the hiring process.

Application Process Overview

Our comprehensive selection process ensures we find the right fit for both you and our clients:

• Initial Application - Submit your application and complete our prequalifying questions
• Video Introduction - Record a video introduction to showcase your communication skills and work experience
• Role-Specific Assessment - Complete a homework assignment tailored to the position (if applicable)
• Recruitment Interview - Initial screening with our talent team
• Executive Interview - Meet with senior leadership to discuss role alignment
• Client Interview - Final interview with the client team you'd be supporting
• Background & Reference Check - Professional reference verification
• Job Offer - Successful candidates receive a formal offer to join the team

Each stage is designed to evaluate your fit for the role while giving you insights into our company culture and expectations. We'll keep you informed throughout the process and provide feedback at each step.